"For technicians only" by default


Is it possible to have the "For technicians only" box checked by default instead of unchecked, when replying to a support ticket? This is to prevent that technicians will accidentally send sensitive information to the users.


Yes it is.

However, there's no built-in setting for this. You will have to add custom JavaScript in the admin panel, that will simply check this box on page load. Go to "Admin - General Settings" and click the "Advanced CSS and JS" link. Then add the following code to "Custom JavaScript":

$(function() { $('#divNewComment #cbTechsOnly').prop('checked', true) });

This workaround, however, will not work when technicians add replies vie emails. To achieve this, add "#tech#" mask to you email template subject. This way, when people receive updates from the helpdesk app, they will also be sending this "#tech#" string back, when replying to helpdesk emails. And our email-API will mark their replies as "for techs only".

You can read more about our email-API here: https://support.jitbit.com/helpdesk/help/adminemail.htm#email_api
Creation date: 2/24/2017 5:02 AM ()      Updated: 3/5/2019 11:41 AM (Alex)
Jitbit Helpdesk ticketing system is our flagship product. Its a great helpdesk software app offered both as a hosted and "on-premise" versions.